CASE STUDY: Capitec BankSouth Africa’s Fastest Growing RetailBank to Deliver 3 Pillars of IT Service
Management
Bank profits from quantifiable time, automation, reporting,and performance gains with cloud-optimised ITSM.

Profile:South Africa’s second largest, and fastest
growing, retail bank with over 800 branches,
13 000 employees and more than 10 million
clients.

Location:
South Africa

Industry:
BankingWebsite:www.capitecbank.co.za

Solutions:
Ivanti® Service Manager, powered by Heat

Benefits to Capitec:§ Achieve high availability ofessential business systems
through load balancing§ Facilitate time savings andproductivity gains; fastersearching, integration, incident
management, data imports, andlaunching of new customer
promotions§ Increase customer satisfaction

through better agent follow-up§ Reduce administrativecomplexities and decrease
implementation requirements

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Capitec Bank’s core vision is to help clients improve their financial lives bymaking banking simple, transparent and easy to access from anywhere. Rickard
Chambers, Team Leader for Service Management Systems, IT/Business
Development at Capitec Bank, supports internal and external clients and thebranch network, with a service management platform that supports 284 teams
and 1 200 agents processing over 31 000 tickets every 24 hours.

Supporting High Growth and Volumes“It’s impossible to achieve great service on high volumes of requests without
great supporting platforms,” said Chambers. “Our former desktop-based service
management application had served us well, but as it reached end of life, wesensed that we could offer more effective services using a cloud-based delivery
platform that transferred processing from the user’s desktop to our back-end
servers. This upgrade would help the bank effectively record, track and service
incidents to make agent interactions simpler, faster and more productive forclients.”
After detailed evaluation of 3 market-leading solutions, Capitec’s Service
Management Systems team contacted Ivanti, who outlined how their cloudbased service management capabilities had expanded dramatically throughtheir IT Service Manager solution. Ivanti detailed how the solution would meet
Capitec’s high availability and ease-of-access requirements, while decreasing
the time to market for agent performance gains. Procurement began with
Capitec engaging their technical partner, Think Tank, for detailed advice ontechnical configurations and migration of the bank’s more complex processes,
before the phased rollout began.

Cloud Eases Path to High Availability
Nine months into full deployment of Ivanti® Service Manager, powered by Heat,
and with 95% of processes migrated, the new service management platform has
positively improved SLAs with ramifications from the back-end infrastructure tofront-end agent service delivery. Service availability was a top deployment
priority along with avoiding service breaks, given that 1 200 agents could be
affected by service drops at any one time.
To facilitate the highest levels of availability, the bank first deployed Network
Load Balancing (NLB) across 6 back- end servers to share the load, should
unplanned downtime occur.
This decision had an almost immediate benefit when 3 months into deployment,
usage of NLB negated a total system and service failure. In this instance, when
one server became unresponsive, all traffic was redirected seamlessly to thesecond application server with zero impact to users. Additionally, planned

CASE STUDY: Capitec Bank

monthly downtime for release management of Ivantienhancements was reduced from 9 hours to less than 15
minutes per month, through the provision of web-based
updates.

Cloud Migration Merits
At the front-end for agent service delivery, inbound queryvolumes continue to increase in line with the bank’s growth,with each agent handling hundreds of queries per day.
Today, the emphasis is on speed and efficiency by meansof Ivanti’s automation tools, to increase positive clientinteractions without losing the friendly, human touch.
Using Ivanti, Capitec agents make a significant service
difference by quickly locating client fields such as missing
account numbers using full-text catalogue searches
accessed from multiple data sources. Now, when agentsare unable to fully answer an inbound query, they cansimply deploy the Watch List feature to offer follow-up
options. They tick call-back details such as ‘escalate’ or‘pin’ into a Watched Item list, or simply use the list to shiftback through the last 10 items, should a call become
disconnected. Given that agent apps are now hosted in theprivate cloud, opening them is much faster, regardless ofthe type of agent device – desktop, laptop or mobile. The
time to open a new incident request has been reduced from
20 seconds to 6 seconds.
“With such high volumes, literally every second counts,”
Chambers said. “If we can use a platform like Ivanti toshave off seconds in opening applications on any device,
then this has a positive knock-on effect on the quality ofservice our agents can offer. The agents themselves havefed back that the amount of time saved using Ivanti is‘phenomenal’, based on the incidents appearing andclosing far faster.”through the Change Control process, but minor changes
can be made directly on the cloud platform, or as Chambers
notes; allowing ‘Run-of-the-Mill’ modifications to become‘Run-the-Bank’ outputs. Usage of the platform not only
increased the Run-the-Bank outputs, but also doubled theformal Change Control Outputs resulting in faster times tomarket; reduced import intervals of 60% and immediate
access to client data for real-time decision making(previously access was restricted during the 30- minute
upload times). In a similar vein, merchant data imports once
ran daily and took 22 hours to complete. Now using Ivanti,
the bank reports import times of just 2 hours.

“We started the upgrade to Ivanti Service
Manager with 3 IT pillars to deliver back to thebusiness. Nearing 95% completion, we have: 1)
decreased the time to market; 2) increased
meaningful service-level reporting for agents;and 3) critically improved performance of thesolution across the bank. We can attributesignificant downtime reductions, an increasein effective automation and reporting, andmost definitely, system performanceenhancements that have undoubtedly led toincreased client satisfaction using the bank.”
Rickard Chambers
Team Leader for Service Management Systems,
IT/Business Development, Capitec Bank

Note: Capitec’s results are specific to their total client environment/experience, ofwhich Ivanti is a part. Individual results may vary based on each customer’s uniqueenvironment. Think Tank Software Solutions, www.thinktanks.co.za aided some ofCapitec’s complex technical configurations of migrated components. Capitec’slicence procurement occurred through Blue Turtle Technologies –www.blueturtle.co.za

Expanding Business ValueIn the IT/Business Development team, the Ivanti platform
has also notched significant productivity gains, reducing
workloads and task complexity while facilitating quicker
promotion intervals. Internally, the average time spent on
tasks related to the Ivanti platform enhancements droppedby 65% compared to deploying changes to the former
desktop-managed system. Downtime implementing newpromotions and changes has also significantly decreased.
In the former system, even simple additions such asinserting a new text-based capture box within a form, used
to involved at least 90 minutes of system downtime whilechanges were implemented. Basic data-capture changes
would invoke pages of implementation instructions acrossdepartments, with gatekeeping points to ensurecompliancy.
Today, the system is designed to allow changes to be madeas the business demands. Significant changes still flow

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